Job Title:       Leader, Fiscal Planning

Department:  ­­­­­­­­­­­­­­­­ National Support Team

Reporting to:  Head of Planning and Analytics

Job Summary:

The prime role of the Team Leader Fiscal Planning is to lead the creation, maintain and analytics of data in the form of various ad hoc or standard reports that drive progress for Sales and Service business unit. The primary focus of this role is to lead the strategic analysis and the development performance reporting that will aid in business decision and identify trends for the senior management team.  The mandate is to drive the business forward and add value.  Responsibilities include but are not limited to the MTP planning (OPEX)for the  Sales & Service business unit , the incentive program for the contact centre, analyzing sales trends and recommending strategies to maximize sales, quality within the center, and payroll.

Responsibilities:

• Manage and develop a Fiscal Planning team of 3 to 5 staff to maximize productivity and individual potential
• Demonstrated expertise to lead the development of databases when required and to learn new applications that are used corporate wide
• Ensure all daily reports are on time and the data is accurate
• Deliver projects on time as assigned
• Responsibilities may include the following below but not limited to these activities:
  • Development  and analysis associated with the Incentive Program
  • Development and analysis associated with Sales & Service business unit, all products including Deposit, Credit (Mortgages and LOC) and Mutual Funds.
  • Development of  long and short term forecasts for acquisition targets and incentive program

point accumulation benchmarks (including but not limited to weekly team totals;

Monthly forecast targets; sales trend analysis reports)

• Determining and incorporating the environmental/cyclical business factors which influence

Sales forecasts and impact incentive program points targets

• Planning and monitoring the incentive budget with consideration for meeting budget
• Administer and analyze the impact of call volume on sales trending and provide supporting documentation to management
• Partner with IT to develop and enhance related reporting
• Recommend monthly product payout levels and issue monthly newsletter promoting the Incentive program
• Analyze call drivers into the center and recommend changes to reduce and / or divert calls to other channels
• Accountable for the Sales & Service MTP (Mid Term Planning)  planning process
• Supervise month end report including variances in MTP (Mid Term Planning) (OPEX)
• Other duties as assigned

Competencies/Attributes:

• Conveys an Inspirational Vision & Strategy
• Builds High Performing Teams
• Acts as a Team Player
• Results Oriented
• Focuses on the Customer
• Entrepreneurial
• Committed to Self Development

Requirements:

• Proficiency in Excel, Word, and PowerPoint
• High level of expertise in Microsoft Access programming and building databases

• Advanced knowledge (Expert) of spreadsheet and/or database applications
• Excellent written and verbal communication skills
• Hands-on experience and knowledge of  Profile
• Proven project management skills
• Strong analytical and logistic skills
• Self motivated; able to work with minimal direct supervision
• Call centre experience
• Excellent interpersonal skills
• Ability to negotiate and influence
• Inspirational Leadership
• Some shift work
• Overtime may be required.

Qualifications:

• Minimum of 3 years experience in managing a team with proven coaching and development results
• 3 to 5 years of related work experience
• Completion of a post-secondary degree or diploma
• Experience within a Call Centre greater than 150 agents preferred

Purpose of the Job:

Reporting into the Head of Continuous Improvement, the Manager, Business Analytics & Process Improvement will be accountable to lead, analyze, interpret data and identify business process improvement opportunities that will be used to make business decisions within all parts of the Customer Care Centre and Operations organization.

The primary focus will be on our Customer Care Centre.  Analysis includes the ability to create daily, weekly and monthly reports to reflect current statistics in order to monitor trends, patterns and causal relationships with production and key performance metrics. These outputs will assist in identifying gaps in our process and provide opportunities for improvement, innovation and ensure service levels and performance agreements are tracked via planning and directing work flow and project assignments.

Key Accountabilities:

•Develops the strategy and recommends key performance metrics to senior management; consults in developing new metrics and refining current metrics definitions;
•Analysis of metrics and reports so as to identify change in trends and root causes for these changes;
•Assists in developing recommended performance standards and processes;
•Identify reporting gaps and opportunities for improvements and innovations and communicates leading indicator of failure or success;
•Present analysis and findings to Senior Management;
•Maintain current knowledge of Contact Centre events that impact on process and people factors: attendance, coaching, training, vacation and all other impacts to workforce schedules and service levels;
•Ensure that daily, weekly, monthly and yearly reports are maintained and delivered promptly to the various constituencies;
•Audits call quality monitoring processes to ensure accuracy and achievement of business objectives;
•Works collaboratively with internal business partners on behalf of the Continuous Improvement department to resolve customer issues;
•Use reporting and analytics as a basis to forecast business decisions and enhance overall operations within the Customer Care Centre and Operations;
•Monitor performance to ensure business goals and standards are achieved;
•Establish MIS and business reporting systems related to forecasting/staffing, budget, service levels;
•Provide quantitative data reflecting the scope and impact of new initiatives/projects;
•Produce, analyze and interpret data to make business decisions which will positively impact budget and operational efficiencies; and,
•Support necessary change management and implementation associated with process improvement.

Qualifications/Competencies

Bachelor’s degree in Business, Finance or Statistics and/or equivalent work experience;
Formal process re-engineering training and/or experience;
Solid understanding of process improvement methodologies;
Ability to identify and extract appropriate data sets from various systems (Tracker, MAS, Avaya CMS, etc.)and proficiency in designing, collecting and analyzing large data sets;
Demonstrated commitment to process and performance improvement, employee development, and best of breed customer service;
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines;
High proficiency with Microsoft Office Suite, especially Excel, Access and Powerpoint;
Working knowledge of SQL
Ability to work cross functionally to resolve issues and generate results among potentially conflicting constituencies;
Comfortable with independent and project-based work;
Excellent communication skills;
Ability to successfully manage relationships at all levels, using tact and diplomacy;
Experienced team player with a commitment to leverage key learning and share best practices across the different geographies in which we operate;
Strong problem solving skills using creative approaches together with a financial aptitude and an understanding of the economics and operational models of call centres;
Ability to multi-task and prioritize work assignments;
Strong business and organizational skills.

Position Title and Level: Manager, Production Support WFM    Group:   Workforce Management CoE    Date:  May 2010

PURPOSE:
The Manager, Production support Workforce Management is responsible for building and leading capacity & workforce model for “Transaction processing “ back office operation to achieve best in class workforce planning for Retail Operations.  In partnership with the Centres and Business Unit colleagues, this role extends the WFM practice to Insurance  retail operation back office. This role also involves creating and managing a team which supports Insurance Back Office end to end capacity management.

PRIMARY RESPONSIBILITIES
• In conjunction with business and WFM Contact center team design WFM structure and organization for Insurance Back Office operation.
• Build  a diverse team of individuals responsible for forecasting, scheduling, Intra-day activities  for Back Office operation supporting Insurance Retail Operation.
• Manage / partner relationship with external supplier resources (iGate) to provide strong workforce management capability supporting business priorities and future direction .
• Play a lead role in informing decisions which will help shape the future of Back Office across multiple horizons (1~3 years outlook).
• Partner with Back Office  management and operations to deliver effective staffing and scheduling strategies for all lines of business and optimizing resource planning to deliver a superior client experience and maximum efficiencies.
• Proactively provide workforce management and scheduling analysis of procedures and/or structure and make recommendations for improvement, including recruiting requirements, long term planning, scheduling and bidding strategies and staffing strategies to ensure maximum effectiveness and efficiency.
• Diagnose barriers impeding sales force ability to execute strategies by ensuring the appropriate resources, planning and support capability are in place to enable the Back Office to deliver a first class, highly effective client experience
• Lead the development and implementation of strategic initiatives aligned to Banking strategic priorities and transformational strategies.

Relationships & Communication
 Provides superior client/employee experience & strengthen relationships with Center Managers, Finance and BRM’s.
 Manages relationships with  iGate extended team members ( Vendor) in Capacity planning and resource management.
 Collaborates with colleagues across the WFM CoE organization to get things done
 Manages communications including status reports to all stakeholders

Managerial Excellence
 Create a new  WFM team with Back Office expertise
 Builds a high performing team that leverages individual capabilities and strengths
HOW TIME WILL BE ALLOCATED

Creation of WFM practice in Back Office           50%
Cross Functional Teamwork                                  20%
Internal/External Relationships                         30%

POSITION REQUIREMENTS/SPECIFICATIONS (competencies, technical kills, education and experience – Proficiency Required)
Behavioural Competencies (Overall Skill Level – Proficient/Adapts Existing)
 Demonstrates strong Teamwork and Cooperation skills
 Relationship skills (working with new people in familiar roles and working with familiar people in new roles)
 Self-direction, self-motivation
 Vendor management skills vs. employee manager skills
 Analytical and Conceptual Thinking with aptitude to understand business requirements to enable long term solutions.
 Impact and Influence to develop and maintain highly effective partnering relationships with key stakeholders and to achieve cross-enterprise cooperation.
Experience/Education (Overall Skill Level – Expert/Creates New)
 Knows the Service Delivery ( Back office) business and have worked in Virtual environment. Sound understanding of Metrics and key performance drivers
 Proven experience or knowledge in using practices, processes & technology tools in Service Delivery ( Back office) environments across a broad span of the businesses.
 Proven WFM background coupled with a client first orientation aligned to strategic client and employee value propositions.
 Strong and demonstrated Facilitation and Problem Management capabilities
  Ability to work closely with External Service Partners (Vendors)

Technical  & Business Knowledge (Overall Skill Level – Expert/Creates New)

 Strong technical knowledge of WFM source systems e.g. Aspect, Symposium, eWFM etc.
 Strong knowledge of WFM processes and procedures to facilitate liaison with business partners
 Should be current with and proactive in keeping in step with latest Service Delivery ( Back office) technologies and trends.
 Have participated in Designing organization and process.
People Management Knowledge (Overall Skill Level – Proficient/Adapts Existing)

 HR philosophy, principles, direction, policies & guidelines
 Talent Mgt processes
 Workforce Planning
 Organizational Design
KEY ORGANIZATION RELATIONSHIPS

 Reports to the Head, Cap Planning and Optimization – Production Support
 Service Delivery, Business Operations,  iGate
 Cross enterprise relationships with key stakeholders

Forecasting and Capacity Planning Analyst

Purpose of Position

The Forecasting and Capacity Planning Analyst is responsible for developing strategic long (3 yrs) & short-range (3 months – 6 weeks of live date) workforce plans.   Ongoing, Forecasting and Capacity Planning Analyst will liaise with Finance, Contact Centre Operations, Client Relations, Project Management, Intraday Performance, and Scheduling to increase accuracy of FTE and seating requirements for Contact Centres.

Additionally, this role requires scenario based modeling to assist Directors and Executive management with proactive strategic plans and decision.  The analyst must design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level, etc.  From time to time, analysts may be asked to assist with ad hoc sizing of client marketing events and sales initiatives.

Once completed, the analyst will also liaise with various stakeholders (as per the Forecasting and Capacity Planning Governance Model) to produce a comprehensive monthly review (BR – Business Review) of long term plans vs. actual performance to, again, assist Directors and Executive level management with ongoing strategic decisions.  With the assistance of Sr. Manager, Forecasting and Planning, analysts will take a proactive lead to identify and recommend opportunities to improve operational efficiency and effectiveness.

Major Activities

• Gather statistical information and create/update historical databases

• Perform statistical analysis and identify call arrival patterns such as growth, trends and seasonality and ensure integrity of the data by normalizing the historical data to build a stronger base for long term forecasting.

• Collect information related to call centre specific workforce such as available FTE, operational loading factors, and training requirements (staffing ratios, seat availability, hiring profiles).

• Develop partnerships with various contact centres stakeholders to validate monthly call volume forecast assumptions based on historical data and key business drivers.  Additional modeling will be required to distribute the call volume forecast by day of month for scheduling purposes.

• Determine FTE requirements for customer service representatives given monthly call volume forecast (using simulation tools eg. Hills B, Erlang C, Verint / Impact 360, etc.) for each area of activity in the call centre.

• Conduct staffing requirement evaluations and develop detailed resourcing plans reflecting required hiring activities to meet key business objectives.

• Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service level each month: call volume forecast, average handling time, load factors, attrition, signed on hours vs target, etc.

• Communicate monthly results to contact centre management team on a monthly basis – BR (Business Review)

• Provide business partners with potential solutions to typical challenges encountered in a call centre environment: seating, call routing, workforce scheduling, results reporting.

Knowledge / Skill Requirements

• Strong organizational and administrative skills will be an asset.  Capable of setting and meeting realistic time frames and completing assignments and achieving results.

• Very strong mathematical and computer background: extensive knowledge of MS Excel (as well as other Microsoft products commonly used within is required.

• Base knowledge of contact centre strategic planning operations: scheduling, vacation administration, forecasting methodologies, simulation, and performance reporting & systems i.e. Cisco/Business Objects

• Capable of operating independently with minimal direction while keeping the management team informed of variances to plan, potential problems and or sensitive issues.

• Creative approach to challenges encountered in development of capacity plans.

• Comfortable in a fast paced production environment.

• Skills in thorough and reliable documentation of processes and procedures.

Attributes

• Communication / Presentation skills
• Conceptual thinker
• Quick learner
• Team player
• Creative
• Problem solving skills and analytical skills
• Meticulous – Attention to detail
• Able to work well under pressure